worst service ever

We have funeral cover with Hollard. My mother past away 7/8/17. Never ever had to do anything like this we called the following day to find out what to do to claim. As the adverts say we thought that we would be paid out in 48hours. sorry does not work that way. You need to submit death certificate the it takes 48 ours for them to get back to you. this is not the problem we paid cash for the funeral and only recieved the death certificate on the 17/8/17. I subbmitted my clain on the 18/8/17 with scanned in documents that was clear to see. i received an email back stating that they received the claim and that they will get back to me within 48 working hours. Today the 23/8/17 i called as i have not heard anything. to which the consultant lebogang Lesinga said my id copy was unclear to which i said I scanned a colour copy in it can not be unclear. I tthen requested to speak to a superviser as I could not believe what she was telling me. She then put me on hold for 49 min and I have proof of this. to eventually come back and tell me the team leader is still busy. In the mean time i called in again and spoke to Elizabeth who assist me again I sent the email to her and made sure that she received it and that it was clear which she confirmed. My question is how can Hollard employ people in the funeral department like Lebogang????????????? what happens to the general public that does not have money to pay upfront for funerals and gets this type of service. The reason people take this type of insurance is to assist when something like this happens. The general public does not have R20 000 laying around guys you need toup your service on issues like this as this is unacceptable